Monitor Service Level (SL): Continuously track the percentage of calls answered
within the target time (e.g., 80% of calls answered in 20 seconds). This is
their most critical metric.
• Track Key Metrics: Watch real-time queues, Average Speed of Answer (ASA), and
the Call Abandonment Rate. They receive automated alerts when any of these KPIs
deviate from the acceptable range.
• Agent State Monitoring: Actively monitor individual agent statuses (e.g.,
Logged In, Available, On Call, Break, Lunch, After Call Work).
2. Adherence and Shrinkage Management
• Schedule Adherence: Monitor Agent Adherence, ensuring agents follow their
scheduled work states (e.g., they are logged in when scheduled and return from
breaks/lunches on time).
• Address Deviations: Immediately address any agent deviations from the schedule
(unauthorized not-ready states, extended wrap-up time, early logouts) by
contacting supervisors to ensure compliance.
• Manage Unscheduled Absence: Track and report real-time absenteeism and




tardiness, escalating severe staffing shortages to leadership.
3. Tactical Adjustments
When a Service Level is at risk (e.g., unexpected call spike or staff shortage),
the RTM is responsible for executing immediate countermeasures:
• Re-slot Activities: Pull agents out of scheduled non-call activities (e.g.,
training, team meetings, coaching sessions) and move them back to the phone
queue.
• Overtime/VTO: Approve or solicit Overtime (OT) or offer Voluntary Time Off
(VTO) to agents if there is a severe staff shortage or surplus, respectively.
• Skill/Queue Adjustment: Re-route agents with multiple skills to the most
critical queue to manage call flow and load balance.
• Communicate System Issues: Instantly report any technical outages (ACD,
telephony, CRM issues) to IT and assess the impact on staffing requirements.

📌 RTA (Noida)
🏢 EXL
📍 Noida